A new case study is up on the KCS Resources page at the KCS Academy: Quest Publishes in the Workflow The KCS v6 Practices Guide says we should share most of what we know externally as quickly as we can. To increase the use and success of self-service, 90% of the articles in the KB should be available externally immediately or within 90 minutes. At Quest, they’ve met…

For KCS v6 documentation and resources, click here. For KCS v6 certification programs for people, click here. For KCS v6 Verification program for tools, click here. How was KCS® developed? How many organizations are doing KCS? Who owns the KCS methodology? How do I get started on implementation? Why does the Consortium make the KCS documentation available for free? The KCS v6 Practices Guide and other documentation is…

A new case study is up on the KCS Resources page at the KCS Academy: Leveraging KCS and Communities for Customer Success at Extreme Networks How Extreme Networks improved loyalty and won the top spots on customer web searches with a disciplined, data-driven approach to KCS and communities.

The Consortium for Service Innovation’s 2016 Executive Summit convened in Colorado Springs, Colorado to discuss Shared Services Strategies and skills utilization across the organization. As business models and modes of interaction shift toward more personalized, often subscription-based products and services, Consortium member companies are focusing on customer productivity and success as a differentiator. Because many members have mature KCS implementations with strong self-service offerings to address known issues, an opportunity…

We are pleased to announce the launch of KCS v6! KCS v6 is the culmination of 24 years of collective thinking, investment, experimentation, and insight by the members of the Consortium for Service Innovation. Current documentation includes: KCS Principles and Core Concepts KCS Practices Guide v6 FAQ about KCS For the most current information about updates to the KCS certification programs, please visit the KCS Academy.

Consortium members met at Cisco outside Dallas for an exploratory meeting around building a global support strategy. We originally thought we were looking to create a consistent customer support experience across multiple channels. After some discussion, we realized the better question was: How do we build a strategy that offers a customer experience which reinforces our brand promise across the globe, in multiple support channels? We began by defining our…

What is standard industry practice? What are the pros and cons? Consortium members are all over the map on whether or not to put their knowledge base content out into the world for Google to index. Unfortunately, there is no easy answer or best practice! It really depends on your business model, your customer engagement strategy, and your brand promise. Some members protect everything; customers don’t get access to…

As many Consortium members move their products to cloud-based offerings, the question comes up: what’s different about supporting cloud based products from supporting on-premise products? Let’s take a look at some common themes we’ve heard from members over the past year. While support still consists of answering questions and solving problems for customers, the nature of those questions change in two ways. First, support topics shift from supporting product functionality…